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The following report is based on three research articles. In the report the research articles would be evaluated and critically analysed. The three articles are regarding benchmarking, operations management and consumer perceptions.

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The following report is based on three research articles. In the report the research articles would be evaluated and critically analysed. The three articles are regarding benchmarking, operations management and consumer perceptions. Although they are three different subjects the common factor they share is that they all deal with improving service quality. The article "Use Behavioural science" is based on psychology of service encounters from a customer's point of view. These feeling are said to be so subtle that it could not be put into words. The advantage of behavioural science gives better insights into service management. It helps managers understand how the customers will react to the service encounter and their perception of the encounter. According to behavioural science, people only recall certain significant moments of the experience which is based on three factors. These factors are the trend in sequence of pain and pleasure, high and low points and the ending. "People prefer an experience to improve over time; a terrible ending usually dominates a person's recollection of the experience" (Chase.R, Dasu.S). If a person is mentally engaged in a task he does not notice how long it takes. ...read more.


The review is structured in a formal yet easy to read manner which keeps the reader engrossed in the article. It also emphasises on the aspects of how customer perception could be improved with the use of example which helps to convince the reader of what is being said. The article "the attitudes of British national health service managers and clinicians towards the introduction of benchmarking" deals with the aspects of benchmarking. Research is carried out on British NHS (National Health Service). Since this article deals with research been carried out on the hospital staff it would fit into the research paper category. Benchmarking is portrayed as an important means of improving efficiency. It implied freedom to exchange information about best medical practices and associated costs. The article discusses the assessing of quality and performance in the things that count the most to the customers. The main stages are setting, delivering and monitoring standards. Collaboration was to replace competition, by improving the networks of interaction between healthcare professionals, whose inherent desire is to improve quality of care. ...read more.


Benchmarking is provides a framework for continuous improvement, and this is meant to be done by making the company more efficient adapting to changes and involving technological advances. Therefore in the article involving the NHS case study it can be seen how benchmarking is used as a measure to judge the competitiveness. They also use benchmarking in order to work together by sharing the best practices in order to improve as a group. Operations management is concerned with improving the quality by maximising the quality throughput, reducing waste and improving efficiency. All these factors work hand in hand in providing better quality in the end result. When service encounters are looked into, it is easier for the staff to expect different perceptions from various customer. By studying the different consumer behaviours, it makes it easier for the staff to understand their consumers. It also results in the employees being aware of what to expect. Overall this improves the quality of a service. In a service which involves customer interaction the consumer perception is the most important aspect of the service as it determines whether the customer would be loyal to the firm or not. . ...read more.

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